The 24/7 digital feedback loops at the heart of modern digital business models require CIOs to face head on the inadequacies of yesterday’s technology delivery models. In my last “Shifting the focus from IT to your customer feedback loop,” I talked about how the path to modern, always-on “customer intimacy” requires companies to design the customer feedback loops they need, map out the way to architect, scale and evolve them, and then wrap the right culture around them to enable speed, throughput and continuous improvement. In this post, I’m going to focus on that first element – building the feedback loop.
